Rights in the event of a delay

Here you can find information about what you can do if your train is delayed, what rights you have and how to apply for compensation.

If your train is expected to arrive at your final destination at least 60 minutes late, you can choose to cancel your journey, rebook or continue travelling. If you continue your journey and arrive at least 60 minutes late, you may be entitled to compensation.

Choose the option that applies to your journey:

I want to cancel my journey
I want to rebook my journey
I want to continue my journey and apply for compensation
I have missed a connection

Is the train delayed?

On our Traffic information page, you can find information about current and planned service changes.

If your train or connecting bus is expected to be more than 30 minutes late, we will inform you by SMS using the mobile number provided when booking.

What can I do in the event of a longer delay?

If your train is expected to arrive at your final destination at least 60 minutes late, you can choose between the following options:

Cancel your journey: Choose not to continue your journey and receive a refund in accordance with the rules for delays.
Rebook your journey: Rebook your journey to another departure with Snälltåget.
Continue your journey: Continue travelling as planned. If you arrive at least 60 minutes late, you may be entitled to delay compensation.

Night trains: As night trains can make up delays during the night, the expected arrival time at the final destination may differ from the delay at departure. For the train to be expected to arrive late at its final station, the delay at departure must therefore be more than 180 minutes. The timetable shown on the most recently issued ticket is compared with the actual arrival time.

I want to cancel my journey

If you do not wish to continue your journey because of the delay, you can receive a refund for the part of the journey you have not travelled.

What to do:

Email snalltaget@snalltaget.se before the train's new scheduled departure time.
Include your booking number and state that you wish to cancel your journey because of the delay.
If you booked through a reseller, you must also provide the bank details for the refund: clearing number and account number, or IBAN for an overseas account.

I want to rebook my journey

If you want to continue your journey at another time or need a different connection because of the delay, please contact Snälltåget Customer Service.

What to do:

Email snalltaget@snalltaget.se.
Include your booking number and details of the journey or departure concerned.

If the delay occurs while you are already travelling, please follow the information provided on board and contact the train crew in the first instance.

I want to continue my journey and apply for compensation

If you continue your journey and arrive at your final destination at least 60 minutes late, you may be entitled to delay compensation under Regulation (EU) 2021/782.

60–119 minutes: 25% of the ticket price.
120 minutes or more: 50% of the ticket price.

How to apply:

Wait until all journeys in the booking have been completed.
Go to My Journey.
Enter your booking number and email address to open your booking.
Click Delayed? The button appears once the final train in the booking has arrived.

Please note:

You can apply once the entire journey in the booking has been completed.
The application must be submitted within two months.
You are not entitled to delay compensation if you were informed of the delay before purchasing your ticket.
Your right to delay compensation may also be affected if the delay was caused by certain extraordinary circumstances or the behaviour of a third party that the railway undertaking could not avoid.
Delay compensation does not cover, for example, loss of earnings or compensation for pain and suffering.

I have missed a connection

What applies if you miss a connection depends on how your onward journey was booked.

Snälltåget trains and connecting buses

If you are continuing with another Snälltåget train or a connecting bus, the onward service will often wait for the delayed connection. Listen for announcements on board or contact the train crew for information about your onward journey.

Resplus

If you booked the entire journey at the same time and your ticket states Resplus, you are covered by the Resplus arrival guarantee. This means that you will receive assistance in reaching the final destination shown on your Resplus ticket.

Contact the train crew if you are already on board. If the delay is known before departure, you can contact Snälltåget Customer Service.

Separate tickets within Sweden

If you have purchased a ticket with Snälltåget and then separately purchased a ticket with another train or bus operator, or for another mode of transport, there is normally no arrival guarantee between the separate tickets. Snälltåget's responsibility then extends only to the destination shown on your Snälltåget ticket.

International journeys and AJC

For international journeys, Snälltåget works with several other train operators through AJC (Agreement on Journey Continuation). AJC may allow you to continue on a later departure if you miss an international connection, even when the tickets were purchased separately.

Specific conditions apply to AJC, including which train operators are covered, sufficient connection times and delay certificates.